How the Citizens Advice service monitors energy company performance

A key goal of the energy team is to help companies deliver improved customer service. Our work includes monitoring and analysing data from across the service as well as using the information and insight obtained through our wider policy development work to identify where policies and processes are not working effectively or are even causing consumer harm (or clear detriment). We work with individual companies, industry trade bodies, Ofgem and DECC to resolve issues causing consumer harm and deliver improvements to company policies and processes. Citizens Advice also have a formal duty to refer matters of concern to Ofgem. Where possible, we will seek to identify and share best practice with individual companies and the industry as a whole.